Complaints and QA Specialist | Waterfall, Johannesburg

Closing date: 18-Oct-2026

Responsibilities

• Resolving client and adviser queries and complaints within service level agreements.
• Support the risk governance framework with logging incidents, resolution and root cause process to implement mitigation measures.
• Provide input to improve processes and controls within CS through training function.
• Provide complaints reports for business and external reporting requirements including alpha tickets.
• Implementation of training outcomes that will reduce processing errors and losses.
• Effective management of escalations process and high-value monitoring as stipulated in the Service Level Agreements and High transaction value policy.
• Analyse complaint trends, root causes, and emerging risks and propose control and facilitate implementation.
• Conduct independent review of queries/complaints and engage with internal departments to gather information and facilitate resolutions.
• Ensure complaint handling complies and adheres to FAIS requirements, Pension Funds Act, POPIA, Treating Customers Fairly TCF principles Internal governance standards from a handling and reporting perspective.
• Provide professional written responses for customers, regulators, and business stakeholders.
• Maintain accurate complaint records and case management documentation.
• Assist the Legal and compliance team with Ombudsman and regulatory complaints submissions and responses.
• Identify opportunities to improve customer outcomes and operational efficiencies and effectiveness.
• Escalate high-risk, complex, or potentially reputational complaints appropriately.
• Produce complaint-related reports and management information as required.
• Contribute to continuous improvement initiatives and customer experience enhancement projects.

Key Activities

• Support PSG strategy by servicing clients and advisers through complaints resolution.
• Ensuring first call resolution for complaints.
• Improvement ideas for processes and controls to reduce complaints.
• Effective complaints management by logging the complaints.
• Identify and action training needs.
• Drive web adoption and resolve IT tickets complaints together with Funds IT team.

Minimum requirements

• NQF Level 7 in Finance, Law or Risk Management
• Minimum 3 years' experience within the Financial Services industry Investments/Wealth
• Solid product knowledge within the LISP environment, understanding of unit trusts and securities environment
• Experience in Client Services with specific emphasis on complaints resolution.

Competencies

• Excellent customer service skills.
• Excellent communication skills verbal and written.
• Strong problem-solving skills.
• Negotiation skills.
• Excellent interpersonal skills.
• Attention to detail.
• Ability to work well in a high-pressure environment.